Summary

  • Delta Air Lines faces backlash after a damaged luggage incident.
  • Concerns over baggage damage have arisen after viral posts in the last few days.
  • The Department of Transportation requires airlines to compensate passengers for damaged, delayed, or lost baggage.

Delta Air Lines is facing intense backlash on social media after a passenger posted a photo of their severely damaged checked bag on X earlier this week. The post, which nearly 14 million people have viewed, prompted others to share their poor experiences with their bags when flying on the airline.

It comes just days after a Tennesee golf team slammed Delta after the coach posted video of baggage handlers throwing their equipment. While the carrier has apologized, it has sparked debate about whether there is any enforcement by airlines to their employees to handle bags with care.

What happened?

Rosie, who goes by @jasminericegirl on X, posted a picture of their suitcase on Tuesday, showing one of its wheels completely torn off.

The picture quickly gained traction, receiving over 200,000 reactions. Rosie continued to comment on the thread, explaining that it was their only bag and how expensive it would be to buy another piece of luggage.

“Justice for my suitcases’s fourth wheel please,” they wrote. “Please this is my only suitcase…..and in this economy…..anyway can u just give me a new working suitcase so i can go home without having to drag a broken suitcase around thank u @Delta.”

A Delta Air Lines Boeing 757 taxiing

Photo: Alex JW Robinson | Shutterstock

The damaged suitcase was reportedly discovered at San Francisco International Airport (SFO). It is unclear where Rosie had arrived, but according to the thread, they attempted to solve the issue by sending Delta a direct message on X, but the carrier referred them to their website. It also appears that a claim about the damaged luggage was filed. In response, Delta said that its “current response times may exceed 7 days in some instances.”

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Some argued that the worker was “trying to get fired.”

Rosie also mentioned that her suitcase was not overpacked, as they were only on a two-day trip. Additionally, they mentioned that the piece of luggage had also been in “good condition” and had never suffered damage from “any other flight.”

“They literally do not care”

Other users on X replied to the viral thread, explaining that Delta also damaged their belongings.

“Same thing happened to me in March. Except @Delta refused to replace mine!!!” one person wrote.

Another person said the airline “destroyed” their suitcase when they traveled to New York City in February.

“They literally do not care it’s insane,” they explained.

In April, another passenger shared that they were “beyond devastated” after discovering that their 20-year-old guitar had been damaged.

Rosie returned to SFO on Thursday to seek reimbursement. They reportedly waited 45 minutes with the damaged suitcase to see if the carrier would accommodate the request. However, the passenger explained that it was “not looking good.” Rosie even told Delta that compensation would be accepted via Venmo.

“…it’s not too late to venmo me (…). We can still make this work.”

Reimbursement is required

According to the US Department of Transportation (DOT), airlines must compensate passengers if their bags are damaged, delayed, or lost. Any bag damage must occur while the bag is under the airline’s control. Airlines are not responsible for a bag’s pre-existing damage or if damage was caused by improper packing. If damage is severe enough to be unfixable, airlines must negotiate compensation based on the bag’s value.

Liability can be excluded for specific categories of items inside bags, such as fragile items, electronics, cash, perishable items, or other valuables. Many of these exclusions are listed in the airlines’ contract of carriage, which is posted online. Passengers also have the option to purchase additional insurance to cover any valuable items.

Baggage handlers loading bags onto a Southwest Airlines Boeing 737-8H4.

Photo: Bob Pool | Shutterstock

Airlines, however, cannot exclude liability for damage to the exterior of bags.

“Although airlines are not required to cover fair wear and tear, airlines cannot exclude liability for damage to wheels, handles, straps, and other components of checked baggage,” the DOT notes.

Simple Flying contacted Delta for comment on Thursday. A spokesperson confirmed that the airline has been in contact with Rosie.

“Delta has been in touch with the customer to apologize and provide options to make it right.”

It is unclear if reimbursement for the bag was offered. It is also worth noting that Simple Flying contacted Rosie to learn more about the ordeal, but did not receive a response.

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